Helpdesk

The MEDrecord Helpdesk is an internal support and ticketing system designed for healthcare organizations, featuring AI-powered automation and seamless integration with the MEDrecord product ecosystem.

Overview

Helpdesk provides IT teams and support staff with a modern ticketing system that leverages AI agents to automate routine tasks and improve response times.

Key Features

• Ticket Management - Create, assign, track, and resolve support tickets
• Workspaces - Organized views for different teams and workflows
• AI-Powered Responses - Automated suggestions and draft responses
• Knowledge Base - Integrated documentation and FAQ system
• SLA Tracking - Service level agreement monitoring and alerts
• Multi-Tenant - Support for multiple organizations with data isolation

Workspaces

Helpdesk organizes work into specialized workspaces:

Architecture

Helpdesk is built with:

• Frontend - Next.js 15 with App Router
• Backend - Supabase (PostgreSQL, Auth, Realtime)
• AI - 20+ specialized agents via Gateway
• Docs - Nextra integration via iframe

User → Helpdesk UI → Gateway → Supabase
                       ↓
                  AI Agents
                       ↓
                  Nextra Docs

AI Agents Integration

Helpdesk leverages the MEDrecord AI Agents ecosystem:

• Ticket Classifier - Automatically categorize and route tickets
• Response Suggester - Draft responses based on similar tickets
• Knowledge Finder - Surface relevant documentation
• Escalation Predictor - Identify tickets likely to escalate

See AI Agents for the full agent catalog.

Security

• Gateway Authentication - HMAC-signed requests
• Row Level Security - Supabase RLS for data isolation
• Audit Logging - Full audit trail for compliance
• Role-Based Access - Admin, Agent, Viewer roles

Resources

Getting Started

Helpdesk is deployed internally. Contact your administrator for access credentials.